• Calling Remedyforce's REST API from Lightning Web Component

    Hi everyone, I'm having problem trying to access BMC's Remedyforce REST API from a Lightning web component. According to Salesforce documentation it is not possible to access external APIs using Javascript. Instead, ...
    Lior Lavi
    last modified by Lior Lavi
  • Clone Attachments when Ticket is Cloned

    When using the Action >> Clone for an Incident, Service Requests, or Task, is their a way to get it to also clone the attachments?
    Damon Gravning
    last modified by Damon Gravning
  • Close Form - Queue field not editable

    score15
    Below Review Threshold
    3 votes
    When I add Queue to the Close Form field set, it's not editable; customer would like to edit the queue field when they have the Close Form showing.
    Anne Brock
    last modified by Anne Brock
  • Don't update Last Modified Date if nothing changed

    score25
    Below Review Threshold
    5 votes
    Can open up an incident; hit save without changing anything; and the last modified date will be updated to current date/time. So this causes problems with workflow that is looking for tickets that haven't been touched...
    Anne Brock
    last modified by Anne Brock
  • Ability to Make a From Email Address for one specific Profile

    score10
    New
    2 votes
    Currently we don’t have option to set a default email for each profile but we can make a email as default  by making it to Assign the email address to all profiles and check the check box ‘Set as defa...
    Paul Gonzalez
    last modified by Paul Gonzalez
  • When Release dates change, ask about updating on changes

    score5
    Below Review Threshold
    1 vote
    When the Implementation or Deployment dates on the Release record change, pop up the attached changes and ask which of them should have their start/end dates modified.
    Anne Brock
    last modified by Anne Brock
  • Release Management - have a way to send email to owners of all attached changes

    score10
    Below Review Threshold
    2 votes
    Release Management - have a way to send email to owners of all attached changes
    Anne Brock
    last modified by Anne Brock
  • Remedyforce chat - Need Chat template  When a person is joining or initiating the chat they get a welcome message.

    score20
    Below Review Threshold
    4 votes
    Need Chat template - Need an opening message in the template. When a person is joining or initiating the chat they get a welcome message.
    Satrughan Mahato
    last modified by Satrughan Mahato
  • From a name, determine a queue

    score40
    Below Review Threshold
    8 votes
    Customer has people who call in who say they have a question for a particular person - let's say Amy Johnson. The customer wants to assign the ticket to the queue that Amy Johnson is a part of, not directly to Amy Joh...
    Anne Brock
    last modified by Anne Brock
  • Improve creation of knowledge articles

    score45
    Below Review Threshold
    9 votes
    Knowledge article creation can be a little difficult - it's hard to just copy/paste a word article with graphics into a KB article. In Lightning, the graphics don't copy; but in Classic, while the graphics copy, there...
    Anne Brock
    last modified by Anne Brock
  • Adding files to Remedyforce tickets by cut and paste or drag and drop

    score155
    Below Review Threshold
    31 votes
    It would be great to have the ability to add files to a ticket with drag and drop instead of having so save on computer and then upload to the ticket
    Ingrid Stone
    last modified by Ingrid Stone
  • Links to Check Remedyforce / Salesforce Platform Downtime

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: Links to ...
    Knowledge Admin
    last modified by Knowledge Admin
  • Auto Refresh in Remedyforce Dashboard

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk COMPONENT: Remedyfor...
    Knowledge Admin
    last modified by Knowledge Admin
  • Sound alert if any Staff agent receives a chat

    score270
    Product Team Review
    54 votes
    We should have some sound alert associated with chat alert - staff may not have RF Console opened on the screen always - in that case if Sound alert is there they will get to know that a customer is waiting.   R...
    Jyoti Verma
    last modified by Jyoti Verma
  • User Lookups Differences Between Sefl Service 2.0 & 3.0 on BMC Helix Remedyforce

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: How User ...
    Knowledge Admin
    last modified by Knowledge Admin
  • Top Viewed BMC Helix Remedyforce Knowledge Articles

    The Remedyforce Top 25 Knowledge Articles.  Each month we will update the list to provide the most used documents for the past month...Updated 21-February 2020.     Article # Title 000139904 How ...
    James Dubcak
    last modified by James Dubcak
  • Remedyforce Smart Sync Not Importing Templates and Request Definitions

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: Remedyfor...
    Knowledge Admin
    last modified by Knowledge Admin
  • Running SLA recalculation for newly added Holidays

    Hi All,   Remedyforce allows to configure SLAs to run based on specific business hours and holidays. However, when there are open tickets with SLAs attached and running and we define a new holiday for assigned b...
    Saurabh Kulkarni
    last modified by Saurabh Kulkarni
  • Remedyforce Chat - only have the first name of agent shown in the conversation

    score20
    Below Review Threshold
    4 votes
    We would like only the first name, not the full name shown of the agent that is responding to the chat. 
    Ellen Hanson
    last modified by Ellen Hanson
  • Want to display Name instead of username in the Note section

    score10
    New
    2 votes
    Want to display Name instead of username in the Note section.
    Satrughan Mahato
    last modified by Satrughan Mahato